Technical Support Engineer

Shift: 24x7 rotational support for US and EMEA clients

About ArmorCode:

ArmorCode is on a mission to supercharge security teams with a new independent governance approach to reduce risk and burn down critical security technical debt. With its AI-powered ASPM Platform, driven by over 15 billion findings from over 260 ecosystem integrations, ArmorCode delivers a single, unbiased view of your risk across applications, infrastructure, containers, and cloud. ArmorCode unifies and normalizes findings, correlates them with business context and threat intel through adaptive risk scoring, and orchestrates security workflows to empower users to easily remediate issues. ArmorCode delivers unified visibility, AI-enhanced prioritization, remediation and scalable automation for customers so they can realize a complete understanding of risk, respond at scale, and collaborate more effectively.

Enterprises of all sizes, including dozens of Fortune 1000 companies, scale their security effectiveness by more than 10x and maximize their ROI on existing security investments with ArmorCode through managing Application Security Posture, Risk-Based Vulnerability Management, Software Supply Chain Security, DevSecOps, and Risk & Compliance.‍ 

ArmorCoders believe in 5 core values: Hungry. Humble. Hardworking. Honest. Human. Our organization is powered by exceptional professionals who bring fresh ideas and passion to their roles, believing that nothing is beyond reach when our "5H" principles are applied. In their work and professional relationships, ArmorCoders commit to excellence and experiences that leave an impression.

Role Overview:

We’re seeking a Technical Support Engineer who thrives in a fast-paced environment and loves tackling complex problems. You’ll be the frontline hero, ensuring our customers receive world-class support while working closely with Engineering, Product, Quality, and Customer Success teams.

This is a 24x7 rotational support role covering US and EMEA time zones.

Key Responsibilities:

• Serve as the primary technical point of contact for ArmorCode’s customers, ensuring high-quality support across Application Security Posture Management (ASPM), Risk-Based Vulnerability Management (RBVM), Software Supply Chain Security, DevSecOps, and Risk & Compliance solutions.
• Manage, prioritize, and resolve incoming support tickets through Zendesk and Jira, ensuring effective communication and SLA compliance.
• Troubleshoot issues related to integrations with 260+ ecosystem partners, including security scanners, CI/CD pipelines, cloud platforms, and developer tools.
• Diagnose and resolve technical problems in customer environments spanning applications, cloud infrastructure, containers, and APIs.
• Act as a subject matter expert (SME) on the ArmorCode platform’s key modules - assisting customers with configuration, deployment, integration, and optimization.
• Replicate customer issues in internal test environments, performing root cause analysis and driving towards permanent solutions.
• Provide expert guidance on usage of ArmorCode’s security capabilities, including Software Composition Analysis (SCA), Static Application Security Testing (SAST), Dynamic Application Security Testing (DAST), vulnerability management, and governance workflows.
• Analyze application and infrastructure logs to proactively identify issues and ensure optimal platform performance.
• Regularly contribute to and enhance the ArmorCode knowledge base with FAQs, troubleshooting articles, and technical how-to guides.
• Participate in regular triage calls with Engineering and Product teams, advocating for customer needs and ensuring swift resolution of product-related queries.
• Support customers in maximizing the value of ArmorCode’s AI-driven risk prioritization, correlation, and workflow orchestration features.
• Continuously stay updated on new ArmorCode features, security trends, integrations, and best practices through ongoing training and certifications.
• Drive continuous improvement in support processes by identifying areas for enhancement in ticket triaging, case resolution, and customer satisfaction.

What You Bring:

• 5–6 years of technical support experience, preferably supporting SaaS or cloud applications.
• Bachelor’s degree in Computer Science, Engineering, or a related field.
• Scripting language (e.g., Java, Python, Unix scripting).
• Solid understanding of REST APIs, web/cloud technologies, and security concepts.
• Experience with AppSec and infrastructure security tools such as SCA, SAST, DAST, Qualys, and Tenable.
• Exceptional troubleshooting, analytical, and problem-solving abilities.
• Excellent communication skills — both written and verbal.
• A customer-first attitude with a collaborative, detail-oriented, and organized approach.
• Ability to work in rotating shifts to provide 24x7 support for US and EMEA clients.

Why You’ll Love Working Here:

• Career Growth: Clear progression paths and opportunities to advance your career.
• Flexible Work: Remote work options and flexible hours to support work-life balance.
• Collaborative Culture: A team that values knowledge-sharing, learning, and innovation.
• Employee Recognition: Awards, spot bonuses, and acknowledgment programs.
• Competitive Compensation: Salary + performance bonuses.
• Comprehensive Benefits: Health insurance for you and your dependents, learning & development support.
• Diversity & Inclusion: A safe, respectful, and inclusive workplace for all.

Equal Opportunity Employer:

ArmorCode is proud to be an Equal Opportunity Employer. We value diversity and are committed to creating an inclusive environment for all employees.